We are looking for a skilled Technical Support professional to join our team.

Location: Poland, Gdansk.

Workplace: Hybrid (2 days from office, 3 days from home)

Responsibilities:

Provide remote first and second-level support to end users of the customer within their Workplace environment Be the first point of contact for all requests regarding hardware and software Log and manage user incidents received by phone, email, ticket, or another channel Provide solutions or workarounds to end users of the customer Report a problem based on ITIL best practice Recommend IM&T Services modifications to reduce user impact Participate in different testing, deployment, and stabilization activities Contribute to all aspects of continuous improvement communication Update and acknowledge tickets logged by requesters and communicate about resolution progress Provide basic end-user training or instruction on workplace services Ensure satisfactory customer service and prompt response times to the requesters Share support knowledge with peers and maintain associated documentation Escalate issues or outages Maintain good working relationships and positively influence others to successfully produce customer satisfaction

Requirements:

University degree in IT or equivalent years of experience in the IT field Minimum 3 years of experience in the domain of expertise Certification/Training in the IT field is an advantage Fluent in English and German Strong knowledge of Microsoft-based operating systems General knowledge of IT infrastructure (LAN, WAN, Windows servers, Active Directory). Good knowledge of IT hardware (PC, Printer, scanner, smartphones, etc). Basic Knowledge in the SAP system (account, print) ITIL qualification would be appreciated

Tool Stack Overview

Email & Collaboration: Google Workspace (Gmail, Calendar, Contacts, Docs, Sheets, Slides, Google Drive), Webex (Chat and Meetings) Security Tools: McAfee Encryption, Falcon EDR, MobileIron, MobilePass, Pulse Secure Operating Systems: Windows 7 to 10, iOS, Android IT & Device Management Tools: ServiceNow (Incident management, requests, CMDB, knowledge base, quality tracking), Landesk (Laptop and desktop management), Avalanche (RF gun management) Hardware: Laptops & desktops (fixed and mobile), Windows and Android tablets, RF guns, Laser and label printers; Monitors, headsets, mice, keyboards, and other workplace accessories; Video conferencing equipment (Cisco video rooms), Projectors and presentation screens Applications & Software: Microsoft Office, Google Chrome, Microsoft Edge, SAP (including printing and password management), Customer-specific business applications (basic support)

We offer:

Friendly professional staff and a warm atmosphere; The environment where you can implement your ideas; Opportunity to work remotely; Paid vacations and sick leaves; Medical insurance; Participation in educational activities and thematic conferences; Team parties and corporate events.